Description To oversee the APAC complaints process; act as the subject matter expert on all complaints issues; work with Delegated Claims Administrators (DCAs), Coverholders (CHs) and internal claims and underwriting staff to ensure full adherence to our complaints handling responsibilities. You will identify and address any issues where our claims handling or policy wordings do not meet our overarching commitment to treat customers fairly and act as our main contact point with the Lloyd’s complaints teams. Responsibilities Key Responsibilities Act as the key focal point for all Complaints queries from internal and external stakeholders in the APAC region. Work with all stakeholders to ensure all complaints handling processes are understood and embedded within their businesses. Be responsible for our APAC CH and DCAs; holding regular engagement meetings, performance discussions, improvement calls to ensure they are compliant with requirements. Provide effective oversight and performance monitoring of APAC complaints. Where appropriate undertake complaints audits and/or provide complaints training for external stakeholders Register and handle all complaints received directly by Canopius. Review and investigate the root cause of complaints to challenge internal and external parties decisions and processes where appropriate; applying improvement actions to generate better outcomes for our customers. Make evidence-based, accountable decisions and liaise closely with the complaints team at Lloyd’s. Maintain excellent communication with team members, the complaints management team and stakeholders. Any other requirements as they arise. Qualifications Skills & Experience Excellent communicator, able to convey the message appropriately and ensure it is understood by the audience (at all levels, including regulators where appropriate and the Lloyd’s complaints team). Ability to interpret policy wordings and insurance terminology across a variety of insurance products. Understanding of and experience in complaints handling and the Lloyd’s complaints processes. The ability to build strong working relationships, both internally and with a range of external stakeholders. Strong organisational skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines. Experience of working in a regulated environment.
